Wilson Street Surgery
General practitioner Wilson Street Surgery, 11 Wilson St, Derby DE1 1PG, United Kingdom:
48 reviews
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Address: 11 Wilson St, Derby DE1 1PG, United Kingdom
Website: wilsonstreetsurgery.co.uk
Phone number: +44 1332 332628
GPS coordinates
Latitude: 52.9191186Longitude: -1.4800999
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reviews
maria crandall
They've decided I need a review before sending my repeat prescription. I tried to called them and there was no appointment available and I run out of my medication and cannot get any more because of their burocracies. They shouldn't have a review just when I ran out of medication in the first place. They had 3 months to ask for this review when I had available medication.
4 weeks ago
Asish Dassgupta
Words fail me, there has to be a more patient friendly way to actually book an immediate appointment to see/ get a callback from a doctor!!..
Why on earth would a message keep telling you to hold for "an appointment today", then when you eventually get to speak to someone they tell you that the appointments for today have all been taken??????...surely changing the answer message to let people know this would be so much better?....common sense should prevail here....or are these people just not answerable to anyone....thank you Wilson street for keeping me on hold for over 40 minutes only to be told I could go to a walk in centre....I wouldnt have thought of that by myself!!..are
2 months ago
Warren Bruen
I have been asked to call them to book an appointment. At 7:30Am the queue is full and the phone hangs up.
When I called them at 10am, all the appointments are full. I tried to explain to them that its impossible to get a hold of them during the morning but the nurse responsible to take the appointments did not care at all. When I mentioned that I was going to find a different surgery the reply I get is : "OK bye" and then hung up on me. Unprofessional. I will advise against registering at this surgery. Is this where our tax payers money goes to?
3 months ago
Chin Chao
On Monday 26th April made eighteen phone calls just wanted a medication review when I finally got through was told no appointments!
Tuesday 27th booked an online appointment it was for 20.35 I double checked this and wrote it down thought it would be OK as was going out in the morning. Found out missed the appointment as surgery tried to phone me. I promptly called back and was told there are no appointments at 20.35 online system needs looking into?
1 month ago
David Lawrie
Two messaging services, one pointless (it seems)
The website has a messaging service, and regardless of the information you give, you will always be told to call to book a appointment early in the morning. When you are on hold you are informed you can book online, however there are two messaging services, The clear in green one that says "message", is not for booking appointments, I haven't really grasped the point of it, either remove it or add some clarity in a note to explain what it's purpose is.
To book an appointment online, you have to go to online requests which is either on the top of the screen on a web browser or in the menu on the mobile version. However to use the service you need to send them 2 forms of ID and wait to be registered and for them to send you the login details. Afterwards you will still have to login early for a attempt to book a appointment but at least you don't have to listen to same short sample of classical music (Mozart Eine Kleine Nachtmusik in G Major I think, but I'm not going to waste time to have another listen).
The phone line I've noticed does have new automated responses on it from time to time, however they should have one to say when all of todays bookings are now full up, please try again tomorrow if its not an emergency to use 111 but they don't, so all morning you could be waiting on hold for up to 45 minutes (or having to re-dial as the lines are full numerous times) and be told at the end there are no bookings or you have to book one for two/three weeks in the future. This seems a waste of time for both the staff and the patients, it also really riles you up.
I apologise for losing my temper on one occasion, but they have to understand poor communication with outdated systems and people making several attempts over weeks to get through will eventually drive someone a bit insane, especially if people are suffering from mental health conditions. I understand there is a shortage of GPs and staff in general in the NHS but clear communication even if there is a delay to be seen should be a priority so people can organise around it.
1 month ago
Jess Marin
Terrible attitude
As per various other reviews, I called the appt booking line, waited 15 mins just to be told all appointments for today have been taken
Attitude of call taker was frankly awful and she seemed unable to understand as to why I was annoyed. Surely a recorded message telling me that all appt’s were taken would have been possible and would have avoided wasting 15 minutes of my time
She seemed annoyed that I hadn’t called at 0730hrs and had the audacity to try to book an appointment later in the day.
Customer / patient service has clearly gone to the bottom of the priority list
2 months ago
karthik m
*Edit Re:Response from owner
Thanks for such a quick response, I see reputation management is close to the top of your concern list.
Firstly I have read your previous reviews. You've been "working on" your phone lines for a minimum of 4 months. Also other reviews reflect how badly mental health sufferers feel they are treated by your practice.
Furthermore, as I said and I'll elaborate further for clarity on my point of receptionists refusing to let me speak to anyone else; I phoned regarding some medication over Christmas and the receptionist phoned me back to tell me what the doctor had said.. I disagreed and asked to speak to the doctor and she said no. This was just before Christmas so it couldn't be rectified. Same phone call I then asked to complain about how a nurse had spoken to me the day before and all she said was "sorry to hear that". So I guess your complaints procedure is broken as well as your phones, and your teams' telephone manner, and also how condescending you handle reviews.
Thanks.
First review:
Long story short, they aren't a good place for mental health, use their receptionists as a shield so you cannot speak to a doctor, and leave you on hold for 45 minutes to be told there are no more appointments. Why do you have a section on your website for requesting a sick note when you have to call up anyway, and why do you keep an appointment line open when you don't have any appointments left. Never had a surgery this poor before, they way they've spoken to me over the Christmas period! Heartless. Complaining here because there is literally noone you can complain to. Made my illness worse tbh.
6 months ago
Karen Whitley
Edit: I indeed had a 5 minutes phone consultation and an appointment for Tuesday but it took almost 2 hours and all the events related bellow to be contacted by someone helpful and professional. However, that doesn't mean that I am willing to book my appointments in the same manner in the future.
I am confident enough that you apreciate and respect your patients enough to make use of their feedback to improve the quality of your services.
Thank you!
....
Horrible service!!!!!!!
Calling at 7.30 in the morning for an appointment,being held in the queue for about 10 minutes just to be told that I need to book an appointment online for my blood test. The lady at the phone was really inconsiderate and interrupted me just to tell me to do it online even though I said that I need to see a doctor for a different problem as well not just the blood test. I made the blood test appointment online but I also needed a referral for my other issue.
I called again but the appointment line was closed so I tried a different one. The same lady redirected me to the correct line that was closed at that time. When I made the call again, the appointment line was miraculously open this time. Waiting in a queue for 20 minutes just to be told they are fully booked for the day and I can't make an appointment in advance for next week.
I 've been trying to make an appointment from 7.30, one hour and a half later I am being told I need to call again on Tuesday. I am not sure why you are not allowing patients to book appointments in advance, we all have different schedules and I think you should consider this. Regarding the lady at the phone, I can't remember the last time I've been treated with so much disinterest and disrespect by a medical worker
4 months ago
Harley Garrett
Have phoned a number of times over the past week and spent over an hour in the call queue a number of times for the line to either mysteriously drop or hear "your call cannot be completed as dialled". Having a telephone system that spends a number of minutes advising people of Covid that you cannot skip when you have just had your call dropped and spent an hour in queue is also a massive annoyance and does nothing to help the stress everyone is feeling.
Now I have finally got through I've been told there are no appointments and to phone at 7.30am tomorrow. As a single parent working 6 days a week currently due to Covid this is incredibly impractical. GP surgeries are not the only ones struggling and a better telephone system would vastly improve things. A shame because the GP's themselves are the best I've ever seen having been to a number of practices.
4 months ago
Vitaliy
Rude staff , now registering at different doctors staff , would definitely not recommend . Any people who are exempt from wearing a face covering get told to wear on exempt for a reason
1 month ago
James Smokey
I registered as a new patient and also registered for online services. I attended the practice to provide ID and proof of address. Lady on reception said that I will receive an email with online services settings but I didn’t received anything. Waiting from middle of September..
One day I tried to book an appointment and was on the phone for 1 hour then I run out of credit and that was it..
I tried to make an appointment yesterday I got through and lady on the phone said that I can’t do it today and told me to call back tomorrow. She was very annoyed and a bit rude..
So what do I have to do if I don’t have anymore credit on my phone to call the practice and I can’t make an appointment online either??
I have a temperature of 37.2 for two weeks now and it could be an inflammatory process which is not good.
You could have something serious without symptoms but you have to wait ages for your appointment..
7 months ago
Tristan Jank
Bad customer service. Long waiting times on the phone even when queue is not long. They keep saying "have you tried booking online " when you actually can't book online (check their website).
Been given wrong medicine twice (specialist from Royal Derby hospital confirmed that). They need to get their act together and treat patients with more respect.
Moreover, they have used Covid19 as an excuse to provide even worse service. To book a phone appointment you have to call at 7:30am. If you call after 8am then it's too late and you have to try next morning at 7:30am. Why can't you have phone appointments booked few days in advance? What's the logic of forcing all your patients to call between 7:30 and 7:45? What if i can't call at this time? Does this mean I can't speak to my GP? Really bad!!!
10 months ago
erick B
I needed to speak with a doctor as I was feeling stressed and very anxious about going out. A lady called me back and said that I should just forget it and get on with my life and get to work , so I called again and asked for a second opinion and finally spoke with a doctor who actually knew me and understood me and what I was going through. I've been receiving councilling for my condition of stress and anxiety. The lady actually meant jump .
9 months ago
sachin adigond
Registered with the surgery when moved into the area in November 2019. Outstanding so far. Dr Raj is fantastic go. Takes his time. Listens and most of all takes in what your saying and takes the nessercary treatment.
Referrals have also been done very quickly for my 3 year olds again fantastic service.
Receptionist are lovely at both surgery's too.
Keep up the fab work everyone
1 month ago
Gail Blackwell
Poor communication between staff internally and with other departments within the NHS; this has often had a significant impact on being able to access prescriptions and medical help. For example, a receptionist told me (implicitly) that I’d been referred to a department at the hospital; a month later I found out this was incorrect and no referral had been made.
Appreciate that the lockdown has introduced new difficulties for staff working in the practice, though these issues were present prior to COVID.
Getting through in the morning to book an appointment is almost impossible - the phone line queue is usually full and it terminates your call automatically. On several occasions I have waited on hold for well over an hour to be told by receptionists that I should have called earlier, despite ringing first thing.
There seems to be a culture of shifting the blame and dismissive attitudes towards patients, this does not make you feel safe and is quite disconcerting. Personally, I find the reception staff to be one of the biggest barriers to seeking medical advice or treatment.
I think my favourite experience here was when I was told to shield for 3 months by the surgery. I requested clarification on this, which I never received. After I chased this up it turns out they’d made an error, but “forgot” to tell me.
Am looking forward to the passive aggressive and unprofessional reply from the surgery on here. Having read through some of responses from the surgery, they don’t exactly align with the core values of the NHS.
I will be registering at a new surgery, where I don’t have to advocate for myself every time I require a repeat prescription.
EDIT: sure, the algorithm used to identify those at risk was developed quickly, though the surgery failed to communicate with me. These issues are totally separate. I was incorrectly categorised as high risk, the surgery did not help with this at all.
With regard to addressing my other concerns - I’d rather you didn’t do this publicly; I chose to disclose certain things, good job I didn’t leave my second name or you would probably share my information - as I noted on your previous responses.
8 months ago
eric christopherson
Been on the phone for 1hour and 40 minutes from caller number 8 all the way to caller number 1 and they rudely put the phone down without answering. This doctors is a joke and such a bad doctors for calls and appointments
7 months ago
Connie Sanders
We used to have the best surgery in derby, but the past few months it is a nightmare. I have been very let down and i feel my husband is not being cared for properly in the past few months. Especially as he has been put on new medication and he has had no follow up, to check how he is. I am so worried that this is how our gp doctors will now deal with patients. Because i for could not stand the thought that I can't choose the doctor i want to see on any given day. I am not one at the doctors all the time. Infact i am terrified seeing doctors, that is why I want to have a choice who i see. The thought that I will have to talk to a doctor on the phone and not facing someone in a surgery terrifies me and also if it's a doctor i am not comfortable with terrifies me. What a world are we in when you diagnose people on the phone. Most people only open up when they are in a surgery.
11 months ago
Paul Sindberg
Even calling at 7.30 you cant make an appointment and the reception staff are rude and very unhelpful
9 months ago
Andrew Fuda
Been on the phone for around fourth minutes then someone put phone down ???? great service then I asked to make a complaint then the woman hung up what a shabbles.
7 months ago
Olga M
Registered online a month ago for me and my son, they are still yet to confirm my registration
2 months ago
Kim Hale
First class surgery. Front desk and in the consulting rooms. A big thumbs up for Dr Daniels and Dr Beattie. Excellent Doctors. Thanks for sorting me and mine out for the last twenty years. ???? ????
2 months ago
Lauren Cipriano
Absolutely disappointed can't even get an appointment which i understand the reasons why however to be on hold for 40 mins and keep getting cut off is disgusting again id understand if it was on one occasion however its been the same for several days .
7 months ago
chris smtih
Despite very difficult & challenging times for the NHS, always recieve good treatment here and am treated with dignity .Staff friendly, approachable and efficient. Some excellent Clinical staff . The online system is helpful when fully operational.
3 weeks ago
Lord Kapacita
I use the online system to book appointments and it’s amazing, after 10 am there’s always lots of appointment for the next day
2 months ago
Holly Snyder
They never have any appointments, you can't book ahead through the phone and if you're lucky enough to get in, the doctors aren't helpful, either. Receptionists are condescending and unhelpful, too. The only truly caring people I've met there, were the nurses.
3 months ago
Christy Duperry
Absolutely disgusted with phone line.08.47am called in queue till 09.15am said no.1 in queue. Then said " sorry your call cant be taken and dropped the line".
Wow its a massive difference when your paying for a.medical, they'll bend over backwards to get you in.
3 weeks ago
Yung Clay
Response to Wilson Street Surgery: I'm not obliged to leave an explanation, The surgery has been lacking since before Covid yet you have the time to leave passive aggressive responses to Google reviews, speaks volumes.
10 months ago
Chris Pinkston
Best Doctors. I have been with these Doctors both at Wilson Street and Taddington Road for over 30 years and whilst I have had friends and family tell me horror stories about getting to see a Doctor at other Practices, I have always been able to see a Doctor the same day.
2 months ago
Hayden Jaynes
Visiting Derby I needed a repeat prescription for medication for a chronic condition. Once the receptionist had understood my slightly unusual circumstances service thereafter was good and the medical consultation appropriate and caring.
2 months ago
Flaca Serrano
I've been with them for 15 years, and l think they do a great job, their doctors are very helpful as well as their front line staff.
3 months ago
Ibrahim Camara
Cannot fault this surgery . I became a patient here a few months ago and unfortunately have had to visit a lot but NEVER had a problem getting an appointment. I call on the day and they see me within an hour most the time .i know from working in healthcare myself that the pressures are high but they never fail me . Especially doctor Beatie (?) And Dr Ghandi . Amazing . Thank you
2 months ago
Cesar Olivares
Sometimes you have to wait to get through on the phone lines (usually only early in the morning), but they are very good at getting you an appointment on the same day. Compared to friends and family at different surgeries, Wilson Street is a dream. Well done Wilson Street and thank you for your continuing excellent service and appointment facility.
3 months ago
Jill Wells
One of the worst surgery
Trying to get appointment for days now and they say they fully booked Wth? You got only 1 Dr! !! The system they have got its ridiculous not happy with them at all you should do something about it if alot people complaining not say sorry something we fully booked !! We don't care !! Reception staff really poor smh horrible
2 months ago
Merrill Vance
Wish they allocated a specific doctor for sensitive issues rather than 'see anyone' policy, but other than that: polite staff and easy to deal with.
3 weeks ago
Barbara M
Worst GP I've ever tried to use, thoroughly useless reception staff.
6 months ago
meena singla
This was a very good surgery and now it's becoming a one of the worst. Customers service is very poor, staff at the front are very lazy. For collect one prescription you have to go at least 3 times to the surgery , if you are lucky you will get it on third time and staff even don't apologise for their mistake. This happens almost everytime when you go to collect prescription. Either they don't know where the prescription is or they don't want to find it for you because they are busy doing nothing.
3 weeks ago
Ryan Sasil
Absolutely not happy rang this morning at 8am to try and get appointment to be told they are full book for today and if need to see a doctor they could give me appointment time in evening thts miles away thn spoke to the reception again and got told still fully booked to ring on Monday how crazy it is that cant get to see ur doctor at or own surgery
2 months ago
Linda Tillis
Excellent surgery. Good doctors. Easy to get an appointment unlike at some other surgeries.
8 months ago
Colin Bowers
I ahve been a patient at Wilson Street for around 20 years (I think). Fantastic service from the whole team, most of my friends tell me it takes weeks to get an appointment with their GP. At Wilson Street I can usually see a GP the same day which is amazing given my friend's experiences with other GP practices. Staff are always friendly, helpful and professional even though sometimes they are clearly very very busy. A five star service thanks to everyone at Wilson Street. Keep up the fantastic work.
3 weeks ago
Jerry Richmond
I've been a patient at Wilson Street Surgery for many years and have always found the level of care to be excellent. I've never struggled to get an appointment, and have always been dealt with by people who consider their patients' health and overall well-being to be a priority.
7 months ago
Deb Gann
Ver poor service you can never get an appointment
4 months ago
Dawn Hanson
It's a very good surgery from the receptionist right down to the docters and nurses are caring people and also helpful
4 months ago
yossi suissa
Poor service.
Always all right and paracetamol but when you go to private clinic and pay u get help.
Its time change surgery !!!
9 months ago
Timothy McCann
I never got an appointment over the phone unless I walk 25 minutes from mine to the surgery to get one. The only reason is that their phone is always busy. Ridiculous!!!
8 months ago
Dara Taylor
Very good and helpful staff.
3 weeks ago
toni multer
One of the best GP in Derby
3 months ago
Laterika Martin
Awful
8 months ago
Kimmee Genthe
Secure service is poor,apointments at 7pm is a joke,not been able to go as i have 4 young children,they wont listen to me or concider my complaint,avoid if u can staff r very rude and patient care is not there priority
3 weeks ago
